TECHNICAL SUPPORT

Possesses specialized knowledge, skills, and experience in providing effective and efficient technical assistance to customers or clients. This expertise includes a deep understanding of the product or service, technical tools and processes, and the ability to diagnose and resolve complex technical issues. Technical support expertise is essential in ensuring customer satisfaction, building customer loyalty, and improving the overall reputation and profitability of a company.

TICKETING SYSTEM ADMINISTRATION

Possesses specialized knowledge, skills, and experience in configuring, managing, and optimizing ticketing systems to support customer service operations. This expertise includes setting up workflows and rules, configuring integrations with other systems, managing user permissions, creating reports, and analyzing data to identify trends and areas for improvement. Ticketing system administration expertise is essential in ensuring effective customer service operations, improving response times, and increasing customer satisfaction.

TECHNICAL OPERATIONS

Possesses specialized knowledge, skills, and experience in managing and maintaining the technical infrastructure of an organization. This expertise includes a deep understanding of technical systems and software and the ability to oversee their configuration, monitoring, and maintenance. Technical operations expertise is essential in ensuring the optimal functioning of an organization's technical systems, minimizing downtime, and maximizing efficiency and performance.

KNOWLEDGE BASE ADMINISTRATION

Possesses specialized knowledge, skills, and experience in creating, managing, and maintaining knowledge bases to provide self-service support to customers or clients. This expertise includes creating and organizing articles, updating and revising content, ensuring accuracy and consistency, and analyzing usage data to identify gaps and opportunities for improvement. Knowledge base administration expertise is essential in providing effective and efficient support services, reducing customer support requests, and improving the overall customer experience.

ESCALATION MANAGEMENT

Possesses specialized knowledge, skills, and experience in managing and resolving complex customer issues that cannot be resolved by support staff. This expertise includes the ability to identify, prioritize, and escalate issues when necessary, communicate effectively with customers and stakeholders, and ensure timely and satisfactory resolution of issues. Escalation management expertise is essential in ensuring customer satisfaction, minimizing customer churn, and improving the overall reputation and profitability.

CROSS-TEAM COLLABORATION

Possesses specialized knowledge, skills, and experience in working collaboratively with individuals and teams from different departments, functions, or organizations to achieve common goals or objectives. This expertise includes effective communication, active listening, conflict resolution, negotiation, and the ability to build and maintain positive relationships. Cross-team collaboration expertise is essential in ensuring efficient and effective operations, improving productivity, promoting innovation, and achieving organizational objectives.

Technical

Platform

Management

Senior Management

Front End: HTML/CSS, Javascript, (some) React
Back End: SQL, NoSQL
API: Jitterbit, Postman
Framework: .NET
Languages: C#
Cloud: Azure, AWS
Mobile: Android, iOS

Freshworks: Freshdesk, FreshStatus
Zendesk: Zendesk for Service
Atlassian: Jira Service Management, Confluence, StatusPage
Salesforce: FinancialForce, Rootstock ERP, Cases

Years: 2
Largest Team: 5
Engineers: 5

Years: 4
Largest Team: 18
Technical Leads: 3
Engineers: 15

Product Management
Product Operations
Product Site Reliability
Product Engineering (Development)
Product Quality Assurance

Customers
3rd Party Vendors
Finance
Project Controls
Supply Chain

Business Operations
C Level & Senior Management

ENTJs are strategic leaders, motivated to organize change. They are quick to see inefficiency and conceptualize new solutions, and enjoy developing long-range plans to accomplish their vision.

INTJs are analytical problem-solvers, eager to improve systems and processes with their innovative ideas. They have a talent for seeing possibilities for improvement, whether at work, at home, or in themselves.

INFJs are creative nurturers with a strong sense of personal integrity and a drive to help others realize their potential. Creative and dedicated, they have a talent for helping others with original solutions to their personal challenges.